Lecture 1
Courtesy and Civility
Your textbook had a section on courtesy, civility, and etiquette. [Put up Transparency
#1 and review the definitions of each.] Civics, Civility, and Civilized all are similar
words that have to do with civilization. Civilization is an advanced state of society in
which a high level of culture and science has been reached. Culture used in the definition
of civilization is the quality in a person or society that arises from interest in arts, letters,
scholarly pursuits, etc. The absence of civilization is a bunch of barbarians who are
primitive, crude, savage, cruel, without culture, education, or refinement.
Polite society is a term for the civilized people. Etiquette, courtesy, and manners are
standards of behavior that are required of civilized people. If the standards of behavior
are no longer adhered to, the people become less civilized and more barbaric.
Drive-by shootings and road rage are examples of barbaric behavior - - the total absence
of courtesy! What are some other examples of less than civilized behavior we see in the
news or in our day-to-day lives? (Some talk radio, angry abusive guests, etc.) This is an
ethics textbook. Why would so much emphasis be placed on things like manners? What
does courtesy have to do with ethics? I would like you to give this some thought and list
the reasons you come up with why civility, etc., are important topics in this ethics text.
To be ethical means we have to behave ethically. It is more than just a state of mind. Our
actions must be in line with the ethical principles. Look at Fairness. Hospitality managers
treat all individuals with equality, with tolerance for and acceptance of diversity and with
an open mind. Concern and Respect for Others: Hospitality managers are concerned,
respectful, compassionate and kind. They are sensitive to the personal concerns of their
colleagues and live the "Golden Rule." They respect the rights and interest of all those
who have a stake in their decisions."
Commitment to Excellence: We pursue excellence in performing out duties. If we are
rude or offensive or behave in ways that get in the way of our employees trusting and
respecting and following us, we are not doing our best. We are not committed to
excellence, and our leadership ability is diminished. Reputation and Morale: Managers
…engage in conduct that builds respect and by taking whatever actions are necessary to
correct or prevent inappropriate conduct of others. Employees’ being rude or offensive to
each other is inappropriate and makes the work environment uncomfortable and less
appealing.
We can't be ethical if we do not have the social skills and tools required to be part of a
civilized society. If we want to take leadership roles, that is, to be a part of management,
we must model civility and courtesy and conduct all our affairs with the same.
You are familiar with the Freshwater Oasis Inn. You read the case study in Ch. 4 where
Gabe, the Front Desk Manager, had to decide whether or not to take the $100 bribe from
Mr. Butts, the noisy guest. There would have been no complaint and no bribe if Mr. Butts
had been courteous to begin with. We cannot control other peoples' behavior. We can
only control our own. Gabe could not control Mr. Butt's behavior; he could only control
his reaction to Mr. Butt's noise and then his reaction to Mr. Butt's bribe.
Being ethical is about us being ethical, not the other person being ethical. Our ethical
behavior can have a positive influence on our employees' and guests' behavior, but we
have no real control over others' behavior. Integrity means doing the right thing no matter
what. We are never justified misbehaving in reaction to another's misbehavior. "He made
me do it" is usually not true. We have control over our behavior and our reactions. As
leaders and management, we are responsible for fostering civilized behavior.